Cristian Hernandez
El Paso
Summary
Public-facing professional with experience in identity verification, secure records handling, policy enforcement, case documentation, and de-escalation of high-stress interactions. Proven ability to communicate complex rules and procedures clearly, maintain confidentiality, and work within strict regulatory guidelines. Experienced in conducting structured interviews, using secure databases, preparing written reports, and presenting to large groups. Seeking to apply these skills in support of the mission of the U.S. Immigration and Customs Enforcement (ICE) as a Deportation Officer.
Overview
5
5
years of professional experience
Work History
Benefit Counselor
Teachers Retirement System of Texas
El Paso
02.2024 - Current
- Conduct structured interviews with members to determine eligibility for retirement benefits, and compliance with governing rules and regulations.
- Verify identities using secure authentication procedures prior to releasing sensitive account information.
- Access and update secure databases to retrieve, document, and maintain confidential member records.
- Explain complex policies, procedures, and legal guidelines clearly and professionally.
- De-escalate emotionally charged interactions while maintaining authority, professionalism, and neutrality.
- Prepare detailed case notes for each interaction, ensuring accuracy and regulatory compliance.
- Review official documentation for completeness, accuracy, and eligibility requirements.
- Deliver formal presentations to groups of 50 or more individuals on retirement procedures, healthcare options, and post-retirement employment rules.
- Maintain strict adherence to data protection standards and procedural guidelines.
- Manage a high volume of public contacts while maintaining accuracy and professionalism.
Content Moderator
Teleperformance
El Paso
01.2022 - 02.2024
- Reviewed and evaluated user-generated content for compliance with established rules, safety standards, and written policies.
- Conducted case-by-case determinations, requiring independent judgment and consistency.
- Documented enforcement actions, and prepared written records for each case.
- Applied rules objectively and uniformly.
- Managed escalated and complex cases under time-sensitive conditions.
- Maintained professionalism when reviewing sensitive material.
- Communicated enforcement decisions clearly and concisely.
Sales Associate
Orangetheory Fitness
El Paso
10.2021 - 01.2022
- Provided public assistance in a high-contact environment.
- Explained policies and procedures clearly.
- Resolved complaints and de-escalated conflicts.
- Maintained accountability for performance metrics.
Customer Service Representative – American Express
Hinduja Global Solutions
El Paso
01.2021 - 10.2021
- Verified customer identities using established authentication protocols.
- Handled confidential financial data in compliance with security and regulatory standards.
- Conducted structured interviews to determine account issues and resolution steps.
- Prepared detailed documentation of all interactions.
- De-escalated emotionally charged calls using professional communication techniques.
- Applied policy and procedural guidelines consistently.
Education
High School Diploma -
Socorro High School
El Paso, TX05-2016
Skills
- Identity verification
- Public contact
- Case documentation
- Policy enforcement
- Interviewing
- Secure records handling
- De-escalation
- Report writing
- Public speaking
- Decision making
- Professional judgment
- Microsoft Office
Timeline
Benefit Counselor
Teachers Retirement System of Texas
02.2024 - Current
Content Moderator
Teleperformance
01.2022 - 02.2024
Sales Associate
Orangetheory Fitness
10.2021 - 01.2022
Customer Service Representative – American Express
Hinduja Global Solutions
01.2021 - 10.2021
High School Diploma -
Socorro High School